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Imperva Support Case Creation and Portal Updates

By Sarah Lamont posted 07-12-2022 10:17

  

Imperva Support Case Creation and Portal Updates

The Imperva Customer Support Portal brings together some of our key customer tools in one unified customer support portal. It also allowed us to enhance the experience for you, the customer. 

Here is a quick reminder of some of those enhancements. Case management - You can open, update, and view support cases for all Imperva products and also determine the severity to set the proper sense of urgency and influence response times. SSO access allows you to search and browse a wealth of knowledge resources directly from the portal landing page, including product documentation, community, support articles, and cases. The portal also makes it easy for you to manage your profile and notifications. 

Case Creation

Opening new cases through the customer support portal improves overall customers’ experience, optimizes the case handling process, and expedites the time to resolution. When submitting a new case, you can copy (CC) additional recipients for enhanced case lifecycle collaboration. You will also get recommended solutions based on the subject of your case. 

To take advantage of the benefits, make sure you have access to the support portal (exclusively available for Imperva customers):

You may request access to the Imperva Customer Support Portal by:

  1. Reaching out to your organization’s Imperva Account Admin. The Account Admin has access to Imperva Customer Portal and has the ability to add/remove portal users within your organization.
  2. Submit a portal access request here

You can also create a case via phone, as published under the ‘Contact Information’ at the bottom of this page:   https://www.imperva.com/Services/TechnicalSupport 

Check out the video guides below to master all of the Support portal features. If you have any comments / questions, feel free to comment below.


Request Support Portal Access

Login access, as well as managing users as an Account.

View the written guide here: Request Access to the Portal 

 

 

Support portal homepage navigation

View the written guide here: Customer Portal - Homepage Navigation 

 

 


See how to create / manage a case in just over a minute

View the written guide here: Create and manage a case 
Create and review the progress and status of open cases as well as view the history of all your Cases.

 

 


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